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Customer Care Leadership Resume Example

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CUSTOMER CARE LEADERSHIP
Profile

An experienced Customer Care professional with superior communication skills, high standard of quality, and natural leadership skills. Extensive training and experience in Customer Care, team leadership, and statistical analysis. Highly adaptable and a firm believer in developing communication infrastructures & processes that achieve mutual positive results between company and customer. Experience in implementation of new processes and continual review of existing processes using statistical analysis of performance relative to departmental KPI's. Experienced in making strategic decisions in order to improve and adapt existing processes based on both data and customer satisfaction. Consistent and dependable as a team member and highly motivated to achieve team goals. Extensive experience with team development, coaching, performance review, strategic planning, and proactive communications. Extremely personable and excited to provide meaningful contributions to a team.

Qualifications
  • Superior learning ability
  • Experience in providing world-class customer care
  • Customer oriented
  • High emotional intelligence
  • Excellent interpersonal skills
  • Proficient with technology/computers
  • Strategic planning & communicating experience
  • Dedication to continual improvement
  • Highly adaptable
  • Contributes positively to team culture
  • Experienced team leader
  • Masterful written and oral communication
  • Creative problem-solving
  • Self-starter & self-motivated
  • Skilled in critical thinking
  • Experience in statistical analysis
  • Strong advocate for continual improvement
  • Extremely organized
Education and Training
2016Bachelor of Arts: Organizational CommunicationWestern Michigan University | City, StateOrganizational Communication Major with minors in Management and Psychology. Emphasis on Organizational Leadership, Development, Support, & Improvement through communication and the review & enhancement of communication processes.
Work Experience
Sep 2016 - CurrentCustomer Care LeadershipGusto - San Francisco , CA

Customer Advocate; 9/13/16-4/7/17;

Senior Customer Advocate; 4/7/17-7/16/2017;

Associate Manager; 7/16/17-1/1/19;


Scheduling Associate; 1/1/19-Current

  • Function as both scheduler & Workforce Manager for the Customer Care department; making & communicating decisions that directly impact operations & results within the department.
  • Evaluate staffing needs and make recommendations based on forecasting.
  • Communicating to staff of 130+ re: operational changes, process changes, and relevant updates regarding the department.
  • Provide operational support to the Associate Director in Customer Care.
  • Data analysis and tracking for department performance relative to KPI's set by Director of Customer Care.
  • Functioning in numerous roles and projects outside of usual job-scope in order to ensure team-success.
Aug 2012 - Sep 2016Assistant Store ManagerGoodwill Industries Of Southeast Wisconsin, Inc. - Beaver Dam , WI
  • Responsible for providing administrative support, sales data entry, managing inventory, and maintaining storefront appearance.
Oct 2012 - Apr 2015Duplication & Editing SpecialistValley Family Church - City , STATE
  • Responsible for preparation & maintenance of church's equipment live and broadcasted events. Oversaw creation and editing of media to be distributed.
Relevant Experience

Four years of experience in Customer Service leadership and operational functions. Responsible for effectively communicating to Customer Care Dept. regarding changes in processes and aligning to meet departmental KPI's. Responsible for continual review of staffing needs, scheduling, training, and workforce management in order to achieve and maintain metric goals.

Volunteer Work
  • Valley Family Church, 2006-Present
  • Kalamazoo Dream Center, 2008, 2009, 2010, 2011, 2013
  • Others Including: City of Kalamazoo, 2010; Kalamazoo Gospel Mission, 2009; Habitat For Humanity, 2008; City of Portage, 2008
  ​
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Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

How this resume score could be improved?

Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:

87Good
Resume Strength
  • Completeness
  • Word choice
  • Length
  • Measurable results
  • Clear contact info

Resume Overview

School Attended

  • Western Michigan University

Job Titles Held:

  • Customer Care Leadership
  • Assistant Store Manager
  • Duplication & Editing Specialist

Degrees

  • Bachelor of Arts : Organizational Communication

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